Instagram is a receptive-only channel. The conversation starts when the contact sends a message to your account. You can only reply within 7 days of the contact’s last message.
When to use it
- Your business receives questions, quote requests, or support requests through Direct.
- You want the same AI agent and teams that handle WhatsApp to handle Instagram.
- You want to measure Instagram service alongside your other channels in the reports.
Before you start
Connect Instagram
1
Create the channel
In Channels, click Add Channel and choose the Instagram card.
2
Fill in the details
Fill in Channel Name (for example, “Instagram @yourbrand”) and Default Team. In AI Agent (Optional), choose an active AI agent or keep No agent assigned. Click Create Channel.
3
Authorize with Instagram
On the Connect Instagram screen, click Connect with Instagram. An Instagram window opens. Sign in with the professional account and authorize access.
4
Wait for confirmation
The window closes on its own and BluBash shows Instagram connected successfully. You are taken to the channel page.
5
Check the account
Under Instagram Account, check the Connected badge, the Account ID, and the Username.
6
Test it
From another Instagram account, send a Direct message to your account and check that the conversation shows up in the default team’s inbox.
If you click Skip for now or close the window, the channel is saved and waits for the connection, and the channel page shows “Complete the connection in the setup step.”. Click the channel in the Channels list to open Configure Channel and finish.
How Instagram service works
1
The contact sends a Direct message
The conversation is created in the inbox, marked with the Instagram icon.
2
The AI agent replies
If the channel has an AI agent, it replies, qualifies, and, when needed, transfers to the team with the Transfer to Team skill.
3
The team continues the conversation
The team member replies through BluBash, with internal notes, tags, Pipeline deals, and closing, just like on any channel.